Why SAP Contact Center?

Because today’s customers need to feel valued and supported across all channels. SAP Contact Center uses smart contact routing and handling to ensure your customers reach the right people to solve their problems – fast. With our contact management software, you can:

Facilitate omnichannel customer service with a universal routing engine

Voice over IP (VoIP) telephony servicesVoIP telephony functions allow users to make outbound calls using softphones or IP desk phones. VoIP calls can also be made to and from the Public Switched Telephone Network (PSTN) using standard 3rd party VoIP gateway hardware.

Unified multichannel contact routingRoute inbound communications from all channels – phone, fax, e-mail, voicemail, text, chat, or online – to the experts who can best meet their needs.

Voicemail and messaging servicesHandle and queue e-mails in the Communication Desktop (CDT) application – and send and receive SMS messages using 3rd party hardware. Receive customer chats initiated from a Web site and routed via queues to agents.

Presence and directory services
Use the real-time presence management function to see how and when a given user can be reached – and improve the routing of calls and contacts. Feed external systems (e.g. passage control systems) to a contact center using the Directory and Availability Interface (DAI).

Call recording and contact historyRecord any call by queue, user, or outbound campaign. Let agents view their personal contact history and customers’ previous contacts across all channels – so they can deliver better and faster customer service.

Consolidated administration, management, and controlStandardize and optimize contact center operations in real time. Consistently manage all contact channels for tighter quality control – all via a single agent UI.

Softphone, IP deskphone, and mobile clientsLeverage a CDT softphone with robust call handling tools. Get a real-time view of contact center queues – even when agents are using an IP deskphone or mobile phone as their terminal.

Deep SAP business context integrationLink customer communications with the appropriate business context by networking with other SAP and non-SAP solutions and collaboration tools.

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See what our customers are saying

Sloan Valve

Read how Sloan Valve is improving customer service performance and the customer experience with SAP Contact Center. As a result, the numbers of calls abandoned and the calls going to voicemail have dropped.

Install prerequisite components
Refer to Installation Guide: SAP Contact Center* for a step-by-step overview of the installation process, including a list of required tools and associated documentation.

Support

Get the support you need to keep your SAP CRM on-premise software running at peak performance. Our experts can help you maximize the value of your software, take advantage of new business models and capabilities, and more.

*Customer Login Required (S-User) – Information marked with an asterisk is available to current SAP customers only. Your customer login (s-user) is required to access this information. Please contact your local SAP support center for assistance.